Stone River Elearning – Handling Difficult Customers
Remember, customers are always right.
Anyone who has ever worked in customer service can tell you, customers can be blatantly boisterous. Still, if you want to remain in business, you have to deal with them patiently and creatively. Finding techniques that help you win over despondent clients and tame them to your offer is the key to providing incredible customer care – even when you truly need to kick frightful clients to control.
Our Handling Difficult Customers course has the perfect content on how to turn a bad customer service situation into an opportunity to improve your business. By the end of this Course, you will be able to:
Cultivate a positive attitude
Manage internal and external stress
Develop abilities to listen actively and empathize
Build a rapport with customers in person and over the phone
Develop strategies to adapt to challenging circumstances
Want to develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life? SIGN UP TODAY
Course Curriculum
Getting Started
Handling a Difficult Customer (0:41)
Getting Started (1:11)
The Right Attitude s with You
The Right Attitude s with You (4:54)
The Right Attitude s with You case study (0:38)
Module Two: Review Questions
Stress Management _Internal Stressors
Stress Management (Internal Stressors) (7:11)
Stress Management (Internal Stressors) case study (0:36)
Module Three: Review Questions
Stress Management _External Stressors
Stress Management (External Stressors) (4:37)
Stress Management (External Stressors)case study (0:40)
Module Four: Review Questions
Transactional Analysis
Transactional Analysis (4:47)
Transactional Analysis case study (0:35)
Module Five: Review Questions
Why are Some Customers Difficult
Why are Some Customers Difficult (4:20)
Why are Some Customers Difficult case study (0:40)
Module Six: Review Questions
Dealing with the Customer Over the Phone
Dealing with the Customer Over the Phone (6:40)
Dealing with the Customer Over the Phone case study (0:34)
Module Seven: Review Questions
Dealing with the Customer in Person
Dealing with the Customer in Person (4:47)
Dealing with the Customer in Person case study (0:39)
Module Eight: Review Questions
Sensitivity in Dealing with Customers
Sensitivity in Dealing with Customers (5:53)
Sensitivity in Dealing with Customers case study (0:39)
Module Nine: Review Questions
Scenarios of Dealing with a Difficult Customer
Scenarios of Dealing with a Difficult Customer (3:16)
Scenarios of Dealing with a Difficult Customer case study (0:39)
Module Ten: Review Questions
Following up with a customer once you have addressed their issue
Following up with a customer once you have addressed their issue (3:16)
Following up with a customer once you have addressed their issue case study (0:37)
Module Eleven: Review Questions
Closing (0:20)
